Optus Service Desk Automation

Case Study


Service Desk Automation


DX Solutions were engaged to manage the delivery and testing requirements of a new ServiceNow platform to automate the Service Assurance functions for Optus Wholesale/Satellite.

The project intended to provide a new channel of web engagement for Optus Wholesale customers with new self-service capabilities to test & diagnose their services. This included engaging with Wholesale Service Desk (WSD) in raising and updating incident tickets, associated SLAs and in better servicing all customer engagement touch-points, including providing a live-chat experience connecting with the WSD.


DX managed the project end-to-end, from initiation through to supporting “Business Readiness Testing” go-live for the Phase 1 launch of the ServiceNow Platform. DX utilised Agile delivery methods which included status monitoring & reporting, testing and sign-off on key milestones for the project.


The project was successfully delivered within the planned timelines and budget, with the following key achievements:

ServiceNow self-care portal for Optus Wholesale Service Providers with single sign-on;

Assurance process automation (creating incident tickets & auto dispatch to resolver groups);

Service Validation (via circuit IDs, order numbers and service numbers) in ServiceNow;

Incident ticketing and lifecycle management including service level alerts and notifications;

Knowledge Management platform with AI (ChatBots & Predictive Search) and ML capabilities;

Self-serve automated test & diagnostics of clients’ services.

Upgrade from ServiceNow “London” to “Madrid” versions for Dev, Test and Production.